just now, i called a credit card company to cancel a card that i wasn't using. i applied for the card (last year) because of a great skymiles deal and a waived annual fee.
the AI listened to my phone prompts and forwarded me to the exact person that i needed to talk to. she (the human), however, did not immediately grant my request to cancel the card. instead, (1) she talked to me about the card's benefits, (2) told me [ad nauseum] about the benefits that i'd lose, and finally (3) attempted to upgrade me to a card with no annual fee "forever."
after at least four iterations of me describing why i did not want an additional card and why i wanted to cancel, she (finally, after about 20 minutes of discussion) agreed to cancel the card.
conclusion: the AI was better. it did its job, and it didn't attempt to convince me to do anything. the human (who was probably working for some kind of commission or reward to keep me as a customer) was relentless.
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